TikTok
Customer support
About
My role
UX design intern
Team
Product infrastructure team
Timeline
Sep 2025 – Oct 2025
Project member
Ennis Zhuang (UX design intern)
Ye Lin (Design manager)
Xingying Ma (Product designer)
My impact
Deliver fast, precise, and empathetic support.
Data & Conversion
Expected to reduce repeat contact rates and lower communication costs.
Expected to increase self-service issue resolution, reducing costs from manual intervention.
User experience & Perception
Improves users’ ability to quickly understand content and identify key information within standard text.
Integrates a large language model to provide more intelligent problem resolution.
Why build it?
The overall content presentation is weak due to poor visual hierarchy and inconsistent emphasis across both business and AI-generated content.
Outcome
End-to-end customer support design
Introduces multiple feedback formats beyond standard text, including follow recommendations, ticket submission, conversational guidance, and input prompts, enabling faster issue resolution.